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Customer Satisfaction in the Automotive Industry

Article · January 2016

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3 authors:

Agnieszka Misztal Grecu Iuliana

Poznan University of Technology Polytechnic University of Bucharest
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Nadia Ionescu Belu

University of Pitesti
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 Customer Satisfaction
in the Automotive Industry
Agnieszka Misztal (1), Iuliana Grecu (2), Nadia Belu (3)

(1) Poznan University of Technology, Poland, (2) University

POLITEHNICA of Bucharest, Romania, (3) University of Pitesti,
Romania

ABSTRACT: ISO TS 16949 is a quality management assurance system that is primarily focused
on the automotive industry. By applying this quality system standard, automotive
manufacturers can offer superior products and good services to customers. In this study, the
attention has been focused on the application of the core tools of technical specification.
The case study examined demonstrates how the effective adoption of the core tools of the
standard can help in increasing customer satisfaction in the automotive industry for powder
painting processes.

Keywords: quality management system, APQP – Advanced Product Quality Planning, PPAP
– Production Part Approval Process, FMEA – Failure Modes and Effect Analysis, 8D
Methodology

www.faimajournal.ro Abstracts: Volume 4, Issue 1. March 2016

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